Sr. Technical Support Engineer – DDI

Infoblox’s Support Team is looking for an ambitious and intelligent individual to join our highly efficient and fun group at our Tacoma, WA office. As a Sr. Technical Support Engineer you will be given the opportunity to get hands on experience working with bleeding edge technology in a growing company. Come join a team where we have mentors (NOT managers) that provide their team with all the skills, tools and knowledge to cultivate a long and successful career.

Our Tier 2 Sr. TSE’s work with customers (internal and external) to solve complex situations in creative ways. With our new Cloud and Security offerings, you will be at the forefront of relevant and necessary technology. If you are passionate about technology and customer service, then this opportunity is right for you.

Responsibilities:
Provide remote technical support for Infoblox customers and partners

Take ownership of customer issues reported and see problems through to resolution

Research, diagnose, troubleshoot and identify solutions to resolve customer issues

Provide prompt and accurate feedback to customers

Document knowledge in the form of knowledge base tech notes and articles

Recommend new and existing solutions, which involve enhancing application/systems functionality, features and defect repair.

Be intuitive and inventive by providing solutions and workarounds for customers.

Install and configure Infoblox products as well as third-party software for support lab testing purposes

Act as mentor for Tier 1 and new Tier 2 Engineers

Coordinate coverage for assigned support cases for planned dates out of office

Complete rotational on-call duty as assigned

Requirements:
US Citizenship or Naturalized US Citizenship Required (no exceptions)

2+ years of experience in a hands-on technical role

Recent experience in providing remote technical support for a North American company

Strong customer service skills

Solid knowledge in TCP/IP, networking protocols, switches and routers

Ability to quickly analyze and respond to customer security threats

Basic knowledge of DNS and DHCP protocols and configuration

Experience with complex network analysis tools such as tcpdump, Wireshark, etc.

Unix/Linux and Microsoft Windows operating systems

Knowledge of authentication protocols such as AD, RADIUS and LDAP

Self-starter with ability to multi-task in a high-pressure, fast-paced, fast growth environment.

Aptitude to quickly grasp current software functionality and third party products in order to extend that functionality to meet new and evolving requirements

Preferred Skills

Knowledge of network security management, firewalls and security protocols

Experience with mitigation of security threats at firewall level Knowledge of attack patterns and DNS specific attacks

PERL or other programming skills

Certifications: CCNA, Security+, CICA, CIST and/or CISSP

Security clearance a huge plus

Education:
BS in CS, CE, or other technical field

It’s an exciting time to be at Infoblox. We are the market leader in technology for network control. Our success depends on bright, energetic, talented people who share a passion for excellence in building the next generation of networking technologies—and having fun along the way. Infoblox offers a fast-paced, action-oriented environment. We promote a culture that embraces innovation, change, teamwork, and strong partnerships. Join the winning Infoblox team—our future looks bright, and so will yours. To check out what it’s like to be a Bloxer click here .

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